Concierge Agent – Hyatt Regency Lisbon

Deliver a highly personalised, knowledgeable and memorable guest experience by acting as the primary point of reference for local information, services and recommendations.
Represent the hotel's service philosophy and brand values through proactive assistance, discretion and attention to detail, enhancing guest satisfaction, loyalty and reputation.
Anticipate guest needs by actively engaging, listening and observing preferences, delivering meaningful and memorable experiences.
Act as a key contributor to the overall guest journey, anticipating needs, resolving requests efficiently and creating meaningful, value‐added experiences for guests.
MAIN RESPONSIBILITIES
Guest Assistance & Personalised Service Provide accurate, up-to-date and tailored information regarding local attractions, restaurants, cultural events, transportationand leisure activities.
Arrange and coordinate guest services including restaurant reservations, tours, transportation, tickets and specialexperiences.
Anticipate guest needs through active engagement, asking questions and observing preferences to deliver personalisedservice.
Ensure all guest requests are handled efficiently, professionally and with discretion, including timely follow‐up.
Provide assistance to guests with special needs or disabilities, ensuring comfort, accessibility and safety at all times.
Guest Experience & Service Excellence Deliver a seamless and memorable guest experience from arrival to departure.
Provide personalised service and recognition to VIPs, repeat guests and loyalty programme members.
Support the creation and execution of WOW moments and personalised in‐room experiences based on guest profiles andpre‐arrival information.
Prepare and coordinate VIP amenities, welcome cards, guest profiles and special arrangements.
Handle guest complaints and service recovery situations, escalating when necessary.
Maintain a visible and approachable presence in guest areas.
Exchange information with other employees using electronic devices (e.G., two‐way radios, email, telephone, Hy Geo onBOB).
Operations & Concierge Functions Support all concierge operations in accordance with hotel standards and procedures.
Maintain strong knowledge of hotel services, facilities, room categories and daily operations.
Stay informed of arrivals, departures, VIP guests, in‐house groups and special arrangements.
Assist with guest transportation arrangements and logistics when required.
Support Front Office operations (including Front Desk or Guest Relations) when needed to ensure seamless service.
Guest Communication & Systems Communicate with guests and colleagues using clear, professional and courteous language at all times.
Handle telephone communication following brand standards (timely answering, proper etiquette, accurate messagehandling).
Monitor and manage guest requests through hotel systems such as Hy Geo (BOB), OPERA and Zingle.
Track, follow up and ensure closure of all guest requests and service cases within brand timelines.
Support guest communication throughout the journey: pre‐arrival, in‐house, pre‐departure and post‐stay.
Assist in monitoring and responding to guest feedback platforms (e.G., surveys and online reviews).
Local Partnerships & Network Management Build and maintain strong relationships with local partners, suppliers and service providers.
Ensure the quality, reliability and consistency of recommended services.
Keep updated records of contacts, preferred suppliers and guest feedback on external services.
Internal Coordination & Additional Support Liaise closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, Transportation and Security to ensure guest requests are fulfilled smoothly.
Communicate special guest requests, preferences and arrangements clearly and accurately to relevant departments.
Support group arrivals, events and special stays with tailored guest assistance.
Coordinate guest requests concerning Lost & Found Items directly with Housekeeping and provide delivery services to departed or arriving guests.
Assist with wake‐up calls, guest messages and service coordination.
Facilitate guest transportation or parking services when required and authorised.
Teamwork & Communication Foster positive working relationships and promote teamwork across all departments.
Support colleagues and ensure clear communication of tasks and guest needs.
Participate in team briefings and daily operational updates.
Act as a role model in service delivery and professional behaviour.
Standards, Compliance & Administration Ensure compliance with hotel policies, brand standards and service procedures.
Maintain accurate records of guest requests, bookings and follow‐ups.
Ensure confidentiality and proper handling of guest information.
Follow safety, hygiene and security procedures a